The Employee Engagement Virtuous Cycle (Video)

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look…

Video Script:

Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization:

They stay late at work if something needs to be done

They help other people

Do good things for the company, even when it’s not expected of them

And they make recommendations about improvements

Don’t you want employees like that on your team?

Our research also shows that companies with more engaged employees deliver better customer experience.

That’s the first connection in what we call the Employee Engagement Virtuous Cycle.

Here’s how it works:

Engaged employees create great customer experiences, which in turn create more loyal customers. This leads to stronger financial results for the organization.

With happy customers, employees are prouder of their work, which lowers turnover rates. Collectively, this improves financial results and provides more resources for investing in employees.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.